Abuse policy

SMSPro Communications Ltd (company number 118472, registered office Suite 4, Watergardens Block 6, Waterport Road, Gibraltar GX11 1AA) is a business-to-business messaging provider. We transmit campaigns for licensed casino and sportsbook operators. Every message goes out under the sending operator's own brand, sender identity and gaming licence, and that operator chooses who is on the list. We are the processor behind it: we move the traffic, we hold the platform suppression file, and we can stop a sender.

That split matters when something goes wrong. The operator answers for why a number was on its list. We answer for the route the message travelled on, for suppressing the number so it stops, and for cutting off a client that cannot show it had the right to make contact. This policy covers both halves.

Stop the messages first

Every campaign we carry supports opt-out keywords, and the reply is handled at the platform rather than by the marketing team that scheduled the send. Reply from the handset that received the message, to the sender identity or number it came from. The reply is free, no account or password is involved, and a short confirmation is returned on the routes that allow one.

• English routes: STOP, STOP ALL, UNSUBSCRIBE, END, CANCEL or QUIT.
• Local-language equivalents: STOPP across the Nordics, ALTO or BAJA in Spain and Spanish-speaking LATAM, PARAR or SAIR in Brazil, ARRET in France, ANNULLA in Italy, ABBESTELLEN in Germany, LOPETA in Finland.
• Help keywords: HELP, AYUDA, AIUTO, HILFE and the local equivalent return the sending operator's identity and its own support contact.

Some markets require an alphanumeric sender identity that cannot receive a reply. On those routes the message carries an opt-out link or a long number to text instead. If neither is present, or if a keyword reply did not take effect, email hello@smspro.agency with the details below and we will suppress the number by hand.

How to report an unwanted message

Send the report to hello@smspro.agency. Tracing a single message across 190 markets is only possible if we can pin it to a route and a moment, so please include as much of the following as you have:

• The sender identity exactly as it appeared on the handset, whether that is a name, a short code or a long number.
• The number that received it, in full international format.
• The date and time it arrived, with the timezone or the country you were in.
• The full message text, copied out or as a screenshot. The wording and any link in it identify the campaign.
• The mobile network the receiving number is on, if you know it.
• Whether you have already replied STOP, and whether messages continued after you did.

You do not have to prove anything to have the messages stopped. Suppression is applied on the strength of the request alone, and the investigation into the client runs separately from it. The details in a report are used to trace the traffic, to suppress the number and to hold the record of the complaint, and for nothing else. Our privacy policy sets out how long that record is kept and the rights you hold over it.

How suppression propagates

Suppression sits at platform level against the number itself. It is not a checkbox on a campaign and it is not a row in a list that the next upload can overwrite. Once a number is suppressed against a client, the effect is total:

• Every campaign belonging to that client drops the number, including sends already scheduled and campaigns built months later.
• It applies across all of that client's brands, sender identities, short codes and markets on our platform, not only the brand whose message reached you.
• It survives a list re-import. A fresh upload containing the number is accepted, the number is filtered straight back out of it, and the suppression stands.
• It reaches every active route within seconds of the keyword or the manual entry, so a send already in flight is cut off part-way through.
• It is permanent. It is lifted only if the person who owns the number asks us to lift it, never on a client's request.

Each client holds its own consent for its own list, so a suppression sits by default with the client it was raised against. If you would rather not hear from any operator we carry, say so in your email and we will apply a platform-wide block instead: the number is filtered out of every campaign, for every client, across the whole estate.

When a client sends without demonstrable consent

Every number on a client list carries a consent record in the ledger: the source of the opt-in, the timestamp, the exact wording shown at the point of capture and the channel it came through. A report is checked against that record.

• Trace. The message is matched in the delivery log by sender identity, destination and timestamp, which identifies the client and the campaign behind it.
• Investigation. We pull the consent record for the number and ask the client to evidence it. Wording that never covered marketing, an opt-in taken from a third-party list, or no record at all each count as a failure.
• Quarantine. While the consent behind a campaign is in question that campaign stops sending, and the client cannot restart it from the dashboard.
• Suspension. Where consent cannot be demonstrated the campaign is suspended outright and the affected segment is barred from further use. Suspended traffic is not refunded.
• Termination. A repeated pattern, a purchased list, or any attempt to re-upload numbers we have suppressed ends the account. Delivery logs and consent records are preserved and handed to the carrier or the authority that asks for them.

Traffic into unlicensed markets

Our position here has no grey area. A client tells us the jurisdictions it is licensed in, we verify those licences before a bind is provisioned, and anything addressed outside that list is rejected at the routing layer before it can leave the platform. A campaign aimed at a market the client cannot legally advertise in is not throttled or reviewed, it simply does not send.

Working around that guardrail is treated as a terminating breach rather than a misconfiguration. Mislabelled destination numbers, a sender identity registered to one entity and used by another, or traffic pushed at a grey route to reach a blocked market all end the relationship, and the evidence goes to the regulator for the market concerned. The controls underneath this are set out on our compliance page.

Escalation for carriers and regulators

Mobile network operators, aggregators, gaming authorities, communications regulators and data protection authorities can come to us directly at hello@smspro.agency, marking the subject line as a carrier or regulator escalation. Formal notices can also be served on SMSPro Communications Ltd at Suite 4, Watergardens Block 6, Waterport Road, Gibraltar GX11 1AA.

To act on an escalation we need the sender identity or short code, the destination market and the traffic window in question, plus a sample message where one is available. Against that we can produce:

• Message-level delivery logs for the route, with submission and delivery receipt timestamps.
• The sender identity registration record and the entity it was filed under.
• The consent record for an individual number, with its opt-in source and wording.
• The identity of the sending operator, its licence details and the markets it is cleared for.

A carrier that hosts a route can have a sender identity throttled, drained or shut off entirely on request, and we will do that before the commercial question of who was at fault is settled. We would rather stop the traffic and argue about it afterwards.

What we cannot help with

We are the messaging processor, not the gaming operator, and there is a hard limit on what we can reach. We hold no account with you and we cannot see one. Specifically, we cannot:

• Open, close, verify or unlock an account you hold with a gaming brand.
• See or change a balance, a deposit, a withdrawal, a wager or a bonus.
• Register a self-exclusion with an operator or with a national self-exclusion scheme.
• Refund a payment, settle a dispute over a bet, or answer for the terms of a promotion.

All of that belongs to the operator named in the message, and its own support channel is the right route for it. The HELP keyword returns that operator's identity if the message itself does not make it obvious. National self-exclusion schemes are run by the regulator for your market and have to be joined directly, because an operator cannot enrol you in one and neither can we.

What we can always do is stop the messages. Tell us you are self-excluded, in a cooling-off period, or simply do not want contact, and the number is suppressed and the client is flagged regardless of what its own list says.

Abuse contact

Reports, keyword failures, carrier escalations and regulator requests all go to hello@smspro.agency. Post can be addressed to SMSPro Communications Ltd, Suite 4, Watergardens Block 6, Waterport Road, Gibraltar GX11 1AA, quoting company number 118472. A report costs nothing to make, and you do not need to be a customer of ours or of anyone we carry in order to make one.